Service Delivery Manager - Contact Centre

England, West Midlands, Walsall
£40000 - £50000 per annum
18 Oct 2018
01 Nov 2018
Jade Powell
Customer Service
Contract Type
Full Time
Service Delivery Manager - Contact Centre
Up to £50,000 per annum
Our client is looking for a Service Delivery Manager to join their team reporting directly in to the Head of Operations. The business is undertaking a large digital project and a key deliverable will be to build operational capability to robustly handle multi-channel contacts and proactively deliver service that excites our customers.
The role
Manage, develop and inspire the contact centre operation to provide industry leading customer service
Ensures high levels of staff engagement, attendance and staff retention through effective management, career path and incentive schemes. Builds succession plans.
Manages a small team of planning / resource coordinators, to achieve daily, weekly, monthly contractual targets and plans ahead to meet seasonal demand.
Take a lead on recruitment campaigns to ensure the operation is correctly resourced.
Optimises responses to customer requests across multiple channels including voice, web-chat, IVR, email and social media.
Oversees operational effectiveness during out of hours water supply outages and puts in place strategies to improve processes/customer service.
Manages the operational area within budget constraints.
Continually look for ways to improve the operation
Ensure the operation is fully compliant with all statutory, legal and audit requirements
Provides information required for new business "bid processes," participates in client briefs and presentations to prospects
Achieve sla and targets on other contracts within the operation, ensures appropriate upselling of ancillary products

The candidate

Proven experience of leading and developing a progressive contact centre
Experience managing a multi-channel contact centre is highly desirable.
Experience of client interaction, stakeholder management and relationship building.
Proven management of large teams and helping people through change.
Experience of working in a customer focussed change environment and instilling a culture of continuous improvement.
Lean / Sigma experience or leading a resource planning team would also be beneficial.


Strong people and relationship building skills
Strong leadership capabilities
Team builder and team player
Financial understanding and awareness
Data literate. Able to analyse and accurately interpret data to enable robust decision making.
Ability to develop and introduce new methods of working.
IT literate - Microsoft Office.
Full driving licence.

Please send through a copy of your CV today for immediate consideration for this role.

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